Ms A complained about Betsi Cadwaladr University Health Board’s treatment of her partner, Mr B, following an ankle replacement operation. Following Mr B’s operation the Health Board fitted a Flowtron pump to prevent blood clots. However, the pump was fitted to the wrong leg, causing excruciating pain.
The Ombudsman decided that the Health Board’s complaint response was insufficient. There was no significant apology for Mr B’s experience. The response did not consider the physical and psychological impact and did not consider whether there had been a breach in the duty of care, in line with Putting Things Right requirements. The Ombudsman decided to settle the complaint without an investigation.
The Ombudsman sought and gained the Health Board’s agreement to, within 1 month, apologise to Ms A and to provide a further complaint response.